CCC Busy State

[Brynwil]

This could be a stupid question, but here goes. On the CCC Agent Group Tabular Report, what does "Busy" mean? I understand Busy NA, Busy WU, but if you run a report you get agents in "Busy Status". This cant mean listening to busy tone at the far end surley? It not a total of all the time on the phone, how do i make myself busy?

 

[intrigrant]

By making/receiving a call or go off hook etc.

 

[amriddle01]

I often find myself thinking "How can I look busy" usually as the Boss walks past

ACS - IP Office Implement

"I'm just off to Hartlepool to buy some exploding trousers

 

[Brynwil]

By making/receiving a call or go off hook etc."

if this was the case, busy should be close to the total for made, recieved, holding, ringing... but its not.

Its areport status of "Busy" it makes no sense

 

[intrigrant]

All these fields start with Activity Details\Activity Measures\Time in State: followed by:

Logged On
The total time spent logged on (seconds).

Logged Off
The total time spent logged off (seconds).

Ready
The total time spent time in ready (seconds).

Incoming
The total time spent time in an incoming state (seconds).

Outgoing
The total time spent time in an outgoing state (seconds).

Holding
The total time spent holding (seconds).

Busy
The total time spent in a busy state (seconds).

Busy Wrap-Up
The total time spent in busy wrap-up (seconds).

Busy N/A
The total time spent in busy not available (seconds). Not currently supported.

Ringing
The total time spent in a ringing state (seconds).

Ringing Refused
The amount of time in seconds than an agent was in the ringing state without answering.

Internal Made
The total time spent in a internal made state (seconds).

Internal Received
The total time spent in an internal received state (seconds).

Made
The total time spent in an outgoing plus an internal made state (seconds).

Received
The total time spent in an incoming plus an internal received state (seconds).

 

[MrIPO]

A outgoing call will also be counted as busy until the remote end picks up then will become "outgoing" connected.

So if an outgoing call takes 30 seconds to answer the agent will have 30 seconds of busy against them.

In outbound call centers you can have an large amount of busy time being reported, there is no way to stop this.

Mr IPO

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